Beck & Masten Buick GMC - Service Center

Everything from purchasing a Vehicle And having the vehicle serviced has been nice and easy. It is a pleasant experience. vehicle serviced has been nice and easy. It is a pleasant experience. More

No issues with Beck & Masten until this visit. I’ve been buying new and used for 16 years. The biggest issue is the inability to contact the assigned service advisor and get updates. The antiqu I’ve been buying new and used for 16 years. The biggest issue is the inability to contact the assigned service advisor and get updates. The antiquated phone system does not allow customers to directly contact their respective service advisor. If you are put on hold, you will eventually be cycled to the “schedule maintenance” queue which is off site. The schedulers have no idea what is going on with you specific vehicle other than what is in the system. In this particular case I was very specific with my service advisor on where and under what conditions my truck was making a terrible squealing sound. I communicated via voice (when I called in), text, email (with video), and this information was not forwarded to the Tech who treated it like “somebody’s truck is making a funny noise an they don’t know where” and made a video of all the brakes, wheels, undercarraige, etc. without focusing on the correct wheel and conditions needed to replicate the sound. Next, through the automated update system, after the multi-point inspection, it was recommended that I get a wheel alignment and fuel injector flush ($500 total) for a truck that is 1-1/2 years old with 25K miles. If you aren’t careful, you are one mouse click away from getting unneeded services. After my truck sat for a day, I was able to talk to a service advisor who said the Techs had left for the day and my truck was stuck there overnight. The next day and 12 phone attempts later I was able to talk to a human and finally left work early to break my truck out of the hostage situation it was in. Finally, a voice of reason (Martin Torres, shop manager) came and talked to me after the service manager and service director were unavailable. We both went on a test drive but the sound was never replicated so I closed out the work order and went home. This all could have taken place the first day had there been any sort of reliable communication path from customer to the service department and if the Techs are made available to speak with the customer. After it was all said and done, there is a $4 shop charge for the multi-point inspection, the one that every car dealer and service facility in the free world performs for free. It was waived upon being questioned. The down side of being such a huge dealership is that there is no personal touch. The service advisors try desperately to be courteous and pass on information but they are tied to their stand up desk and can’t get away to find answers. I guarantee they are just as frustrated as we the customers are. The phone system is so broke that three advisors were using two phones but only one would go to voicemail. The company personnel directory in the touch-tone menu is empty so that is a wasted series of button pushes too. The new dealership sales area is fantastic looking. However, if some money isn’t put into the service department infrastructure (phone system, updated work order tracking, more room than a three foot space from the window to the counter to talk to an advisor, better access to management for conflict resolution, etc.) to streamline communications and work order status you will continue to lose service customers. There are plenty of certified mechanics in the area but because of the requirement that all manufacturer’s warranty work has to be performed at a dealer, the backlog and overworking of the advisors will take its toll on your business. Fortunately I only have 10K miles left until I can have extended warranty work done at another facility. The sales side, both new and used, has their systems figured out. It’s time for service to up your game and make the entire Beck & Masten experience world class. More

Had an appointment for an oil change. Pulled into the service department with only one other vehicle in line. Oil change took 1.5 hours. Way too long. I did appreciate the price as I had Pulled into the service department with only one other vehicle in line. Oil change took 1.5 hours. Way too long. I did appreciate the price as I had a coupon. More

I were there for 3 hours for an oil change. Why do they have appointments. People have their car there and can't call to check on it because their phone calls aren't answered. Why do they have appointments. People have their car there and can't call to check on it because their phone calls aren't answered. More

Took more than 2 hours to complete an oil change. No one gave me an update during process. I had to go to customer service to get checked out. No one gave me an update during process. I had to go to customer service to get checked out. More

Too busy, never spoke with my advisor But they did provide me a ride home and back provide me a ride home and back More

Absolute joke of a service department. You only redeeming quality of this department is Ashley Martinez. She was not officially my service writer but she did check me in and out. She also You only redeeming quality of this department is Ashley Martinez. She was not officially my service writer but she did check me in and out. She also tried to remedy the lack of service I received from the technician Alex. I simply dropped off my truck for an oil change and tire rotation and at this point I’m unsure if the oil change even happened. Because the rotation definitely did not, it’s aparent that air wasn’t even put into all 4 tires. The valve stem covers were still the old/ cracked originals and the air pressure was as follows per tire. 34/30/31/32. I notified Ashley who apologized and had the tech take it back to correct. 10 min later she came in advising it didn’t happen since her and I couldn’t find tire lock. I had to refresh her memory that we did indeed find it when I dropped it off and it was in the open center console. She agreed I was correct. She left and came back again and advise that there were only 2 techs and they’d have to finish the repairs on other customers vehicles before they could get to mine. I’d like to point out that while sitting waiting for her to return the two customers in the lobby stated that they’d been there since 11 am and 1 pm. So I declined the service. Walked out to the truck to find the wheel lock sitting on the center console without the clear plastic bag it was in when I dropped it off. Saw the tech and flagged him down to see if he perhaps had another bag. Alex at this point became extremely unprofessional and rude and argued that “it’s the service writer’s responsibility to ensure the wheel lock is available” I advised it in deed was several times. Trying to be as polite as possible as he was agitated throwing his hands up and hitting the side of my truck. I wasn’t accusing of what he did or didn’t do I simply wanted the clear bag or something equivalent if he had it. If he did not have a bag that would have been the end of the conversation. I didn’t hear it at the time but my father on the phone advised later that Alex had mentioned he “works on vehicles for a living” Then proceeded to eventually say the wheel lock was in the cup holder. I understand if the rotation was not completed and could have just taken it to discount tire. We’re all human but to blatantly disrespect a customer and lie when all I was trying to get was a simple tire rotation and a bag to put the wheel lock back in, is crazy. I will never be back to Beck and Masten, ever. I’ve honestly never had a positive experience with your service department and being disrespected by a tech is ridiculous. More

Always courteous and effective. Fast service and easy to deal with. Good customer service. Very approachable. Fast service and easy to deal with. Good customer service. Very approachable. More

Worst experience ever. Service tech was smug and acted as if she didn’t want to be there. 4 hour oil change. They lost my tire lock, had to turn around to get a new one +4 Service tech was smug and acted as if she didn’t want to be there. 4 hour oil change. They lost my tire lock, had to turn around to get a new one +40 more minutes. Poor customer service but the saving grace was the department manager who saw to it I got what needed. I’ve been in customer service for 35 years and take pride in satisfying customers and ensuring the receive a great experience. The woman who doesn’t want to be there is the face of your back end and she failed miserably. One reason to steer clear of buying there again will be the service after the sale. Previously staff is hit or miss on Saturday’s but at least act like you care. Send those that do not want to be there to do the job they were hired to do HOME! More

Cameron was very knowledgeable and easy to work with. He answered all my questions and got the service taken care of timely. He answered all my questions and got the service taken care of timely. More